Responsibilities

• Own and evolve Grind's customer retention strategy, setting clear objectives and targets to improve customer lifetime value, retention, satisfaction, and profitability.
• Develop and maintain a data-driven retention roadmap, identifying opportunities to strengthen customer loyalty and reduce churn across the customer lifecycle.
• Own the strategy, development, and performance of Grind's loyalty programme, leading cross-functional delivery to increase customer engagement, repeat purchase, and long-term brand loyalty.
• Lead cross-functional projects and experimentation programmes, including A/B testing and the adoption of new technologies, to improve personalisation, engagement, and business performance.
• Monitor, analyse, and report on key customer metrics, including retention, churn, reorder behaviour, customer satisfaction, and loyalty programme performance.
• Lead customer research initiatives, surveys, and insight gathering activities, translating findings into actionable recommendations and strategic priorities.
• Partner with data and analytics teams to develop reporting tools, dashboards, forecasting models, and customer insights that support decision-making.
• Collaborate closely with Customer Service, Operations, Ecommerce, CRM, Product Development, and other stakeholders to identify friction points and improve the end-to-end customer experience.
• Drive continuous improvement across retention channels, cancellation journeys, customer cohorts, and customer experience programmes through ongoing analysis and optimisation.